Senior Software Support Analyst (SaaS)

TL;DR

Senior Software Support Analyst (SaaS): Providing advanced technical support and service management for government SaaS solutions with an accent on complex incident resolution and team capability uplift. Focus on driving service quality through Major Incident Reviews, technical leadership, and mentoring analysts.

Location: Hybrid in Reading, UK

Company

A leading developer of SaaS solutions for the government with development labs across Australia, New Zealand, USA, and UK.

What you will do

• Lead the resolution of high-impact, business-critical incidents as the primary incident owner.
• Own Major Incident Reviews to identify root causes and drive continuous service improvements.
• Provide technical leadership, mentor analysts, and enhance team capability through knowledge sharing.
• Monitor service performance and analyze trends to proactively mitigate risks and improve efficiency.
• Coordinate with Support, Engineering, and stakeholders to ensure customer commitments and SLAs are met.
• Represent Customer Support in key forums and champion best practice support behaviors.

Requirements

• Advanced Windows expertise including Active Directory, Hyper-V, registry, and event logs.
• Solid understanding of networking (TCP/IP, DNS, DHCP, subnetting, VPNs, firewalls).
• Proficiency in PowerShell scripting is essential.
• Working knowledge of SQL and relational databases.
• Experience applying ITIL practices for Incident, Problem, and Continual Improvement.
• Must be based in or able to work hybridly from Reading, UK.

Nice to have

• Linux/Unix administration knowledge.
• Bash scripting skills.
• Exposure to Java, JavaScript, HTML, and HTTP.

Culture & Benefits

• Hybrid working model to support work-life balance.
• Extensive learning resources for technical skill development and career growth.
• Collaborative, open-plan office environment.
• Employee Assistance Programme (EAP) for confidential support.
• Regular social events for team connection.